The Home Depot

This is a dull review, which, with a little more work, could be a fine case study. HD is on the path from the airport to my mother’s home, so I’d planned a stop at the garden department. Immediately, I spotted a large potted mum for her front porch on the display just outside the gate. I placed it in a cart, and headed inside for an adventure.
*Stop one: the garden checkout station. The customer in front of me had a cart full of PVC piping and connections, one of which was unmarked, presenting a time-​consuming mystery for the cashier to solve. I decided to try a checkout inside the store.
*Stop two: a display near the front entrance, at which a friendly customer service representative tried to interest me in something (was it new windows?) that I could not use.
*Stop three: self-​serve checkout station. At this point, I discovered there was no bar code or marking of any kind on the potted mum. I asked the attendant whether he could help me out because there was no bar code or price on the potted mum. He picked up the pot, looked at it on all sides, in the foliage, then confirmed that there was no bar code or marking of any kind, which I already knew. I realized he did not have a magical book of bar codes (like some businesses do) so I told him the potted mum was on the display just outside the garden area. He replied that he could not leave his station. I put the mum in the cart, and journeyed on.
*Stop four: the display previously visited (stop two) at which I continued my conversation with friendly customer service representative. When I mentioned I was retracing my steps because I could not be served inside, she spotted a manager, and called her over (most helpful action of the day). I explained my problem to the manager, and followed her toward the garden department.
*Stop five: I waited at the garden department checkout station (now with a long line) while manager went outside, checked the price on the display. As she rushed toward me, already on her way to do whatever had been interrupted by my request, she told me the price. To which I responded with something like, «Yes, I know the price. But I cannot enter it into the cash register, and your attendants do not seem to know how to do it either.» Full understanding dawned, and she motioned me to follow.
*Stop six: I waited at a self-​service checkout station, while manager and attendant had a brief discussion. She did something with numbers and/​or codes, and finally the price appeared on my screen, and I completed checkout. Attendant offered me a bottle of water, which I accepted as a small token of apology for the inconvenience.
If I had more time, then I’d continue with answers to questions like, «What good and bad things happened during the shopping experience?» «How are non-​routine challenges like this best handled?» «Is a customer like me who buys one item worth the extra effort?» But I don’t have the time to analyze, so I’ll close with the thought from an old Eagles’ song I was singing by the end of this visit: «You can (try to) check out any time you like, but you can never leave.»

The employees here were very engaging, helpful and available; which I consider to be a plus in Home Depots favor over their competitors. However, my experience with their on-​line ordering and pickup was not quite seamless. No problems using the online tool and text message verification; that was all good and even ready ahead if schedule. However, when I got to the store, the cashier was unable to find my order. In fact, no one was able to find my order, including the person who had supposedly pulled it. 36 ten foot 2x4s and multiple sheets of 8×10 ft plywood should be easy to find. Well, we found it, but then the plywood was not cut as requested and was actually stacked beneath all the 2x4s making it quite a production. Then, despite having prepaid on line and getting my receipt when I entered I was told by my lumber assistant that i had to wait at checkout, so I did. For 15 minutes. And then when it was my turn and I explained what I had to the cashier, she asked me why I was waiting since I had already paid. Lumber was decent quality and fairly priced, everything was pulled as ordered. 4 for the employees, 2 for the experience.

Love the employees here! Always very helpful and employees are everywhere. I can’t walk 10 feet without a greeting and someone asking if I need help. I have been here several times and never been disappointed. Great selection and prices and staff is outstanding. (No I do not know anyone nor, do I work here. They just are awesome and in a chain like this that is very rare!)

Great place to shop if you know what you need. It is better then in the past but if you need help it can still be pretty tough to find someone. I am a do it your self person so I shop here quite a bit. The store is like Lowes just a little less expensive selection of items — meaning maybe a little lower end.